Ashwell Home Care Services Limited

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

There was a strong person-centred culture that was embedded within the service. People were supported by staff that were exceptionally caring, compassionate and kind. Staff knew people well and had established positive relationships with them. Staff encouraged people to live as full a life as possible and supported them to achieve the best possible outcomes. People received person-centred care that was tailored to meet their individual needs.

The management team had developed a positive culture and ethos throughout the service. Staff were inspired by the management teams' values to consistently deliver high quality care, which resulted in positive outcomes for people. Staff and managers spoke passionately about their roles and understood their responsibilities. They engaged with people, their relatives and professionals in all aspects of their care and support.

Without exception feedback was highly complementary about the staff and management team of their care and support. Feedback was valued and used to further improve people's experience of using the service.

People and relatives had positive relationships with staff. Staff treated people with kindness, compassion and respect. People felt safe and trusted staff. Systems were in place to protect people from harm.

The provider, registered manager and the staff team ensured people were at the heart of the service and received high quality person centred-care. Staff were dedicated and committed, to constantly provide high quality care.

People received safe care and support from consistent dedicated staff that knew them well and understood their individual needs. Staff were able to identify and communicate any changes to a person's needs to ensure appropriate support was sought.

Staff were recruited safely. The provider had robust recruitment procedures in place which included undertaking background checks on potential new staff before they started working for the service.

The provider ensured staff were trained and supported with ongoing development to ensure their skills and knowledge remained up to date and in line with any legislation. Staff told us they felt supported. One staff member said, "The training is second to none." Another staff member said, "We [staff] are asked if we have any further developmental needs or if there is anything need to know more about [specialist training or interest]."

People and their relatives knew how to complain and were confident they would be listened to if any concerns were made.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.